Re: [otrs] ticket assignment by TicketID

[Gerald Young]

SystemID change?

On Tue, Sep 4, 2012 at 9:27 AM, kurt kuene  wrote:

> hello
> I have upgraded OTRS to version 3.1x.
>
> When I write an email to the system with a valid TicketID in the body or
> the subject OTRS does not assign it anymore to the correct Ticket but makes
> a new one instead.
>
> An installation of OTRS 3.1x from scratch does correctly.
> It seems that I have a missing configuration option somewhere after the
> upgrade, but I am not able to find it.
>
> can someone give me a hint?
> thank you very much.
>
> cheers
> kuene
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Re: [otrs] Ticket Assignment

[Roy Kaldung]

On 10/19/11 4:14 PM, Garabed Yegavian wrote:
> Is there a way to have a group get all emails from a ticket. I do not
> want the communication to get locked between one person rather have it
> be a group effort in solving the issues. We are using this internally only.
> 
>  
> 
> Example: If I create a ticket I want it to broadcast to all technical
> people in the group. I want anyone to be able add to that ticket and
> when they do it should update the whole team. It seems as if the
> communication gets locked between the creator and the owner

Hi,

for allowing a group to add to a ticket check for RequiredLock in the
SysConfig, e.g. Ticket::Frontend::AgentTicketNote###RequiredLock and set
it to No.
For updating the team use the NotificationEvents like ArticleCreate,
ArticleSend etc.

hth,
Roy

-- 
Roy Kaldung
e-mail: r...@kaldung.com
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